xMatters user modifying other user accounts in BMC Remedy integration

Question 

Why does the xMatters user in Remedy seem to modify other user accounts? 

Environment

  • All versions of xMatters
  • BMC Remedy integrations

Answer

This is normal behavior within BMC Remedy. When a user assigns a ticket to another user, that user is shown as who last modified the user record. In this case xMatters Remedy user is assigning tickets to other users in Remedy. 

You can replicate this by logging into Remedy with your own credentials, opening an incident, and assigning it to another user. Check that user's record in Remedy - your user is now displayed as the as last modified that user's record.

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